IT Service Desk Supervisor - 2nd Shift [653615] in Seffner, FL at Rooms To Go

Date Posted: 6/19/2018

Job Snapshot

Job Description

Rooms To Go is growing again, and we are adding a Supervisor to our 2nd shift Service Desk team.  The Helpdesk Supervisor is responsible for ensuring an outstanding level of services by providing direct IT support to customers and end users activities and by supervising the Helpdesk operations. Responsible for leading the Helpdesk in engaging in more proactive planning and support and organizing the Helpdesk to be flexible and adaptable while working with the Helpdesk manager to ensure requests are fulfilled and analyzed, incidents and problems are being escalated, resolved and reported on accurately. The successful candidate will require an aptitude for working with team of people and to undertake analysis, diagnosis and resolution of issues, which may range from straightforward to more complicated technical issues. Coverage includes all Rooms To Go Stores, Manufacturing Facilities, Distribution Centers, Corporate Centers and remote users based both in the US and Puerto Rico markets. The candidate should possess a passion for operational excellence and excellent interpersonal and soft skills and able to liaison with all IT Management and Business Management. The typical shift for this position will work from 4:30 PM - 1:00 AM Monday through Friday. 


  • Immediate Supervision of the Helpdesk Employees.
  • Demonstrate sound business understanding and demonstrate ability to see "the big picture".
  • Quality of service (call monitoring, tickets documentation auditing, administer survey program, review transfer tickets, review and approve normal changes)
  • Employee time track
  • Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules.
  • Arranging staff training and awareness sessions
  • Undertaking HR activities as needed. (ie Corrective action, Subordinates adherence to the Employee Handbook)
  • Personnel feedback and semiannual reviews.
  • Evaluate and prioritize incoming email, unassigned and in-person requests for assistance from users.
  • Reporting on quality of service -- metrics showing calls taken per analyst & calls logged per analyst. Report up to Helpdesk manager with quality issues for each representative for the purpose of resolving issues and training.
  • Acting as an escalation point where difficult or controversial calls are received.
  • On Call is expected on rotation schedule.
  • Assisting Analysts in providing first line support when workloads are high, or where additional experience is required
  • Address tickets in a timely manner, accurately logging user requests and incidents; and escalating to Management or other IT departments as necessary
  • Liaising with senior management
  • Liaising with Change management
  • Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk
  • Responsible for Meeting Incident management KPI and Goals for providing high quality service.
  • Establish and maintain effective professional working relationships with IT managers, team members, clients, service providers and with all RTG departments.
  • Provide excellent customer service by ensuring that Support services are delivered to meet customer business needs and expectations.
  • Utilize and maintain in house knowledge-base.
  • Independent analysis, communication and problem solving
  • Assisting analysts, engineers, managers and project leaders in providing first-line support when workloads are high, or where additional experience is required.
  • Involvement with project based tasks, releases and rollouts

Second tier escalation point to other members of the department.


  • Bachelor's Degree in Computer Science or Information Systems.
  • ITIL Foundation
  • 3 year experience in IT Service Desk.
  • Incident Management familiarity.
  • Problem Management familiarity
  • Candidates should be well versed in:
    • Windows Desktop OS, Windows Mobile OS, Mac OS
    • Local Area Networks, TCP/IP, Wireless technology
    • Microsoft Office products, Adobe products
    • User & Security Group Active Directory administration
    • Knowledge of various smartphones (iPhone, Android, Windows)
    • Remote Desktop and VPN for assisting remote users
    • Troubleshooting laptops, desktops, tablets, printers, phones, thin client devices, network connectivity, wireless LAN connectivity and mobile devices
    • Citrix Environment
    • VoIP systems
  • Work independently and display original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work.